Our client is a market leading, ethical investment firm which hosts both an app and website platform; an ecosystem where you can access tools and products that help you manage your money, look to invest or save for a better future: for you, for people, and for the planet. They are backed by financial heavyweights, co-founded by mission-driven businesses and are driven by their mission of creating, promoting and advancing an inclusive financial system in the UK that delivers a positive social and environmental impact.

If you are looking for a hands-on management role where you can be involved in building and scaling a company, as well as getting involved in user journeys, improving customer experience, and making sure everyday tasks are ticked off, perfected, and done on time - this role could be for you! You’ll be responsible for managing the next stage of growth and helping to scale the Operations of the business as it continues to grow. Their mission is crucial to who they are and they want people who care about the impact finance can have on the social and environmental challenges we face today and into the future.

Working directly on their investment platform with outsourced Technology Providers and overseeing their internal Customer Operations team, you’ll be helping deliver a quality service both behind the scenes on the Tech, as well as in front of customers as a core part of the day-to-day interaction with customers.

Your role will include:

• Managing the Ops & Tech Suppliers to the business. Working closely with outsourced partners, including our: Platform Provider, Client Money Manager, ISA Manager, and Developers to achieve good customer outcomes.
• Prioritizing tickets and writing user stories with the outsourced team of developers to deliver fixes, patches, and continuous improvements to the site.
• Overseeing the Customer Operations Team who deal with client enquiries, complaints and technical issues coming from customers. You’ll be the escalation point for complaints, difficult questions, or other bigger issues.
• Facing off to Fund Managers, Compliance Teams, and outsourced suppliers on a range of issues, from compliance & legal to technical requests.
• Project managing the release schedule and planning the Product Roadmap in partnership with the CEO.
• Reporting to the CEO and Board on key customer data, progress on KPIs, and wider MI.
• Sitting on the Executive Committee reporting to the Board on a monthly basis and being involved in wider business strategy.

You should:

• have a good understanding of mutual fund investing and personal finance;
• have a solid understanding of UK tax wrappers including ISAs, JISAs, & GIAs;
• have project management experience; preferably in the technology or finance sector;
• have some experience of investing (preferably responsible, ethical, sustainable, impact);
• have a good understanding of and be proficient in Microsoft Excel, Atlassian suite of products

(JIRA/Trello), Agile method;

• be comfortable in a financially regulated environment – dealing with complaints, reporting

breaches;

• be versatile - sometimes the changing nature of a start-up may mean you’re doing small

projects outside this job description.

We can offer a salary of £45,000 with a 5% pension contribution and equity options.

Job Type: Permanent

Salary: £40,000.00-£45,000.00 per year

Benefits:

• Life insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly bonus

Work Location: One location

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